There is no disputing that commerce has become increasingly important to every business. But beyond having a commerce capability to support your business, does your commerce platform and technology support the future possibilities of expanding your business to cross borders? With technology rapidly evolving, the commerce landscape has also changed dramatically, and we can only expect this speed of transformation to continue in 2016 – both in the business-to-business (B2B) and business-to-consumer (B2C) landscapes. What are the key commerce trends we can expect in 2016? What are the buyers looking for from a commerce experience? How can you start to build a solid commerce strategy that allows you to cross borders? What are some of the commerce best practices to adopt? Are you delivering a 21st century digital commerce experience? Take the test: https://meetsimplesap.com/commerce For a full replay of the webinar, watch here: http://bit.ly/beyondcommerce

1. Welcome to the Beyond Commerce Imperative Webinar
Thursday, 17 December 2015
08:30 IST | 11:00 SGT/HKT | 14:00 AEST

2. Expert Panelists: Chris Gava, EziBuy | Praveen Sengar, Dimension Data |
Graham Jackson, SAP Hybris | Sandeep Mukherjee, SAP Hybris
Moderator: Nicholas Kontopoulos, SAP Hybris
Beyond Commerce Imperative:
Commerce Crossing Borders

3. Global Head of Fast-Growth Markets,
SAP Hybris
Nicholas
Kontopoulos

4. The Reality of Digital Commerce
$661 billion 30%
Global e-commerce will become
a $661.66 billion market in 2017
Mobile commerce growing at
30% clip

5. Our Discussion Topics Today
Commerce
Crossing
Borders
2016 key
trends
How to build a
solid commerce
strategy
What customers
really want
Digital
transformation
journey
What are
some of the
best
practices
And more
…

6. CIO, EziBuy
Chris Gava

7. Technology Strategist | Director of
Digital Practice, Dimension Data
Praveen
Sengar

8. SVP, APJ & Greater China, SAP Hybris
Graham
Jackson

9. Head of Customer Engagement &
Commerce, India, SAP Hybris
Sandeep
Mukherjee

10. Some housekeeping information
before we start...

11. CHRIS, CAN YOU SHARE MORE
ABOUT EZIBUY?

12. EziBuy was established in
1978 and began it’s
business as a mail order
catalogue apparel retailer
with the first black and
white hand drawn
catalogue being launched
in 1978.

13. In the early 1990s EziBuy
expanded into the
Australian market and in
1996 EziBuy expanded its
Australian operation.
EziBuy was acquired by
Woolworths Limited in
2013.

14. EziBuy now produces
around 40 catalogues
each year – reaching 7.5
million in NZ and 11.5
million in Australia, per
year. Today EziBuy
processes approximately
1.75 million orders a year
for both New Zealand
and Australia.

15. WHAT IS EZIBUY STRATEGY TO
OMNI-CHANNEL CUSTOMER
EXPERIENCE?

16. EziBuy launched its first
Internet site in December
1998. In May 2015 we
transitioned onto SAP
Hybris and moved our
Contact Centre agents on
to the Hybris cockpit for
CRM. This assists Ezibuy
in providing a single view
of our customer across
all sales channels.

17. GRAHAM, ACROSS THIS REGION,
WHAT ARE THE KEY BUSINESS
TRENDS WHEN IT COMES TO
ADOPTING COMMERCE?

18. HOW WILL THESE TRENDS
DEVELOP IN 2016?

19. PRAVEEN, WHAT ARE SOME OF
THE KEY CHALLENGES
COMPANIES FACE WHEN IT
COMES TO IMPLEMENTING
DIGITAL COMMERCE?

20. How to get it right? How to drive more
transaction on
mobile?
What should be my
social commerce
strategy?
How do I improve
customer
experience?
How do I go global? Are other
organisations
investing?
Other concerns?

21. Major Pitfalls of Digital Commerce Projects
 Digital commerce is a one-
time project
 Invest and forget
 My partner will take care
 License software lives
forever
 The customer is the first to
know you are behind the
competition
 Digital commerce is a
core part of company’s
strategy
 Plan in 3-5 year cycles
and invest regularly
 Inevest in your own talent
 Upgrade, upgrade,
upgrade
 Gather and monitor
customer feedback
vs.

22. WHAT OTHER KEY COMMERCE
TRENDS SHOULD THE MARKET
EXPECT IN 2016?

23. Market Trends
 Next day & rapid in-store
pickup to finally become a
reality
 Personalise everything
 Mobile buying & marketing
will boom
 Gamification & fun
 Interactive/real-time
engagements
 Wow the customer
What’s HOT
 Multi-channel shopping
 Social engagement
 Online loyalty programs
 Beacon technology
 Wearable technology
 Mobile payments

24. India's e-commerce market is
expected to witness significant
uptrend in the coming years &
touch $200 billion in terms of
gross merchandise value (GMV)

25. WHAT ARE SOME OF THE E-
COMMERCE TRENDS FOR INDIA
IN 2016?

26. Cross-border e-commerce in
India is likely to grow by more
than 75% next year, mainly from
US, UK and China.

27. SANDEEP, WHY DO YOU THINK
IT IS? WHAT ATTRIBUTES TO
THAT TREND?

28. ON CROSS-BORDER
COMMERCE, CHRIS, DOES
EZIBUY BUSINESS COVER THAT?

29. Effectively by servicing
the two markets of
Australia and New
Zealand we have been
supporting cross border
purchasing since the
90’s. We also have
several customers who
purchase from other
countries such as the
UK, Tonga & Fiji.

30. WHAT DO YOU THINK THE
TREND FOR AUSTRALIA & NZ
CUSTOMER WHEN IT COMES TO
CROSS-BORDER COMMERCE?

31. “Customers want choice
to shop across whatever
channel makes them
comfortable whether that
is bricks and mortar,
phone or online.”
Chris Gava

32. Australians spent $17.9
billion on online retail in
the 12 months to
October 2015. This level
is equivalent to 7.2% of
spending at traditional
bricks & mortar retailers.
(NAB Retail Sales index)

33. Kiwis are far more likely
to purchase on line and
cross border with over
56% of the population
shopping online regularly.
(Nielsen, By Tony Boyte,
Research Director, Media NZ)

34. LET’S TALK ABOUT CHINA…
CHINA IS NOW THE LARGEST E-
COMMERCE MARKET IN THE WORLD!

35. On the recent Singles’ Day, $2bn
in the first 17 minutes, overtook
last year’s $9.3b in half the day,
and did 120,000 orders per
second at peak.

36. China has also become cross-
border haven, alongside US,
PayPal reports.

37. GRAHAM, WHAT ARE SOME THE
KEY FACTORS CONTRIBUTING
TO THOSE?

38. WHAT ARE SOME OF THE AREAS
ORGANISATIONS NEED TO
FOCUS TO SUPPORT CROSS-
BORDER COMMERCE?

39. ARE COMPANIES IN INDIA
GEARING UP TO IMPLEMENT
COMMERCE STRATEGY THAT
WILL SUPPORT CROSS-BORDER
COMMERCE?

40. HOW ABOUT SOUTH EAST ASIA
WHEN IT COMES TO CROSS-
BORDER COMMERCE –
MATURITY LEVEL &
OPPORTUNITY WISE?

41. Online Revenue
Top 15
Top 15-100
Top 145-500
IT Spending as
Percentage of Revenue
Top 100 -145
Asia Internet Retailer Top 500
$ 18.61 Billion Digital Commerce
Opportunity in SEA
More than 360 million internet users with < 2% Digital Commerce Penetration

42. CHRIS, WHAT ARE SOME OF THE
ADVICE TO ORGANISATIONS
WHO ARE LOOKING TO EMBARK
ON DIGITAL TRANSFORMATION
JOURNEY?

43. “The proposition needs to
be centered around the
customer what they want
and what they need. Go
into it with the customer
as the primary focus.”
Chris Gava

44. HOW SHOULD IT LEADER AND
LOB LEADER WORK TOGETHER
TO BUILD THE RIGHT
COMMERCE STRATEGY?

45. “IT leaders need to be part
of the business. The lines
between IT, marketing and
sales are blurred; working
closely with your
business partners on a
common goal is
essential.”
Chris Gava

46. Q & A

47. THANK YOU!